Digital Network Lead - Waiting Room

It is a condition of this employment that you must live in and remain a resident of the United Kingdom during your employment with the Tavistock and Portman NHS Foundation Trust.

Getting vaccinated, and getting a booster, remains the best defence against COVID-19. We encourage and support staff to get COVID-19 vaccine and a booster dose as and when they are eligible.

The Tavistock and Portman NHS Foundation Trust is a specialist mental health trust with a focus on training and education alongside a full range of mental health services and psychological therapies for children and their families, young people and adults. We are committed to improving mental health and emotional wellbeing, believing that high quality mental health services should be available for all who need them.

This is an exciting opportunity to join our small but growing team as we expand our digital platform into a population health service. North Central London (NCL) Waiting Room, a pioneering online platform within the NCL Integrated Care System (ICS), is redefining access to mental health services. Waiting Room ensures that no family or individual seeking mental health or wellbeing support lacks the guidance or support they require. Through meaningful engagement with professionals, young people, parents, and carers, we have established a dynamic online hub for mental health and wellbeing, catering to London’s diverse demographics and needs.

The role of Waiting Room Network Lead is integral to the success of the service, encompassing service leadership, website management, data analytics, public relations and quality assurance. This multifaceted position plays a pivotal role in optimising content, enhancing user experience, and driving platform growth.

For 100 years, the Tavistock and Portman clinics have embodied a distinctive way of thinking about and understanding mental distress, mental health and emotional wellbeing. Our vision is to be a leader in mental health care and education, using talking and relational therapies to make a meaningful difference to people’s lives.

Our values: We strive for excellence, champion inclusivity, place compassion at our core, and have respect for each other.

Person specification

• Proven track record of successful relationship management, including service user and practitioner engagement.
• Experience leading on the production of communications both for service user and professional audiences, including social media communications.
• Experience working in an NHS or private mental health provider setting, or VCSE organisation working with mental health.
• Experience line managing staff to deliver client facing activities such as customer support, training, or research.
• Experience communicating complex clinical / mental health / wellbeing matters to senior clinical and system leadership colleagues, at both provider and ICS / system levels.
• Experience developing and managing client record databases / CRMs.
• Experience of working alongside clinical colleagues.
• Experience of developing business cases for investment and / or business development activities.
• Extensive experience developing content for the Web.
• Experience with external vendor management and procurement.
• Experience using data analytic software like NVivo, SPSS, Power BI or Tableau.
• Experience managing a project or Service budget.
• Experience building and engaging a cross-sector community of practice / network.
• Experience of risk management and contingency planning.
• Experience using the Atlassian suite including Jira and Confluence.
• Experience managing a website using Drupal.
• Experience with video production and designing content on software such as Adobe Photoshop or Canva.
• Experience using Google Analytics 4 and Google Search Console to drive service development.
• Experience with DCB0129 and WCAG 2.1 compliance standards.
• Experience developing training materials, FAQs, user guides, and eLearning.

Qualifications

• Educated to Masters level / Post Graduate Diploma equivalent or with appropriate professional experience.
• Project management qualification or working toward this.

Skills

• Ability to thoroughly familiarise oneself with a product suite in order to confidently answer client queries and solve problems.
• Ability to communicate through a range of written mediums, adapted to both internal and external stakeholders.
• Ability to lead networking activities on behalf of the service at external events, conferences and via online comms.
• Ability to manage and prioritise a complex portfolio of work, making significant progress across a number of fronts over short periods of time.
• Ability to lead in line management and matrix management arrangements.
• Ability to act as a public relations ambassador for the service to influence service perception.
• Ability to use a variety of advanced software tools to complete tasks required of the role.
• Ability to author and improve policies, processes and procedures.
• Confident and professional manner; in writing, on calls and in person.
• Ability to quickly develop good working relationships both internally and with colleagues and collaborators across the system, fostering interdisciplinary collaboration and teamwork.
• Ability to lead client and user meetings and show initiative.
• Ability to pitch and present products and services in order to drive user growth, user engagement, and sales.
• Strong team player with the ability to enthuse and influence groups of people to deliver common goals.
• Exceptional level of computer literacy, including skills to manage online content.
• Ability to engage with and promote the delivery of personalised care and shared decision making.

Knowledge

• Commercially aware with good business acumen and understanding of financial management relevant to a client facing service within the NHS.
• Understanding of mental health and wellbeing from a range of perspectives; primarily that of young people, parents / carers and families.
• Understanding of child and adult safeguarding protocols both within the NHS and externally.
• Knowledge and understanding of personalised care and shared decision making.
• Knowledge of quality improvement methodology (e.g., A3 Lean Six Sigma).

Other

• Enthusiasm and ability to work under own initiative with a flexible / ‘can do’ attitude as well as a willingness to support and collaborate with colleagues and other staff members where needed.
• Willingness to regularly travel to and work from various locations around the UK.

The Tavistock and Portman NHS Foundation Trust is committed to equality, diversity and inclusion. We are particularly keen to attract candidates from underrepresented backgrounds to better meet the needs of the service users and students that we serve.

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications.

By applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS.

We communicate to all job applicants via the email address which has been provided on the application form. Please ensure you check your email on a regular basis and inform us if you would prefer an alternative option or any changes to your details after making your application.

PLEASE NOTE: The closing date given is a guide. We reserve the right to close the vacancy once we have received sufficient applications, so we advise you to submit your application as early as possible to prevent disappointment. Only those candidates who clearly demonstrate how they meet the person specification on their application will be shortlisted for this job. Candidates suitable for shortlisting will be contacted within three weeks. If you have not heard from us within this time then you have not been successful on this occasion. Interview arrangements will be communicated via email so please check your email regularly following the closing date.